How Do You Convince Executives KM is Worth the Investment?
Execs care about money and results. This article gives some best practices for pitching KM:
- Start with the current state: Show what things were like before. Think onboarding time, call handling time, and rework rates. Track relevant metrics regularly.
- Be clear on goals: Use SMART goals in plain English. Examples: cut support training from 12 to 9 weeks by Q2; reduce double R&D work by 15% in 18 months; boost NPS by 5 points in a year.
- Show results, not activities: Activities are busy work; results get us money. Examples: fewer calls, quicker calls, faster projects, less turnover, faster money.
- Talk to stakeholders: CFOs: Cost savings. Sales: Conversions and quotes. HR: Onboarding speed and retention. Operations: Mistakes and time.
Example: We cut call handling time by a minute across 9,000 calls, saving 150 agent hours, by making articles easier to find.
Now, I'd love to hear your stories:
- What good KM results have you seen?
- What baseline metrics did you use and why?
- What dollar amount can you put on KM's impact?
- What didn't work with leaders, and what did?
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